Incident Levels Clause Samples
The 'Incident Levels' clause defines a system for categorizing the severity or impact of incidents that may occur under an agreement. Typically, this clause outlines different levels—such as minor, major, or critical—based on factors like the extent of disruption, affected services, or potential harm. For example, a minor incident might involve a brief service delay, while a critical incident could mean a complete service outage affecting all users. By establishing clear criteria for each level, this clause ensures that both parties understand the urgency and required response for various situations, facilitating appropriate and timely incident management.
Incident Levels a. This section provides expectations of the City by ETI, of the different levels of responses requested, depending on the type of incident.
b. ETI shall provide a designated representative(s) who will be available twenty-four (24) hours a day, seven (7) days a week who will initially respond to the incident;
c. City network staff will monitor the WWN for outages, sub-optimal performance and service degradation;
d. Upon detection of a network outage or problem, City network staff will contact the ETI representative and report the incident by placing a call or by sending an email;
e. The City shall determine the Incident Level and convey the appropriate information (see 4.k of this section) to ETI upon initial contact;
Incident Levels. 1. Minor – A minor earthquake of short duration has impacted the area. The earthquake is felt by many people but does not cause general alarm or concern and damage is unlikely.
2. Moderate – A moderate earthquake of short duration has impacted the area. The earthquake is felt by most everyone and causes general alarm or concern. Each road authority should consider an earthquake to be “moderate” if it has a ▇▇▇▇▇▇▇ magnitude of 4.0 or greater and the epicenter is located within 25 miles of an ETR for which the road authority has assessment responsibility. Damage is possible.
Incident Levels. 2.1.1 Service Level 1 Defect means a Documented Defect that causes (a) complete application failure or application unavailability; (b) application failure or unavailability in one or more of Stakeholders locations; or (c) systemic loss of multiple essential system functions.
2.1.2 Service ▇▇▇▇▇ ▇ Defect means a Documented Defect that causes (a) repeated, consistent failure of Essential Functionality affecting more than one user or (b) loss or corruption of data.
2.1.3 Service ▇▇▇▇▇ ▇ Defect means a Service Level 1 Defect with an existing Circumvention Procedure, or a Service Level 2 Defect that affects only one user or for which there is an existing Circumvention Procedure.
2.1.4 Service Level 4 Defect means a Documented Defect that causes failure of Non-Essential Functionality or a cosmetic or other Documented Defect that does not qualify as any other service level defect.
Incident Levels. 5.1. Priority 1 (“P1”): Service Incident - A complete loss or major degradation of one or more of the main elements of the Services, and as such having a critical impact to the ability to use the Services.
5.2. Priority 2 (“P2”): Service Incident - A noticeable degradation or issue with any part of the Services that has a significant impact on the Client’s ability to conduct business as usual.
5.3. Priority 3 (“P3”): Service Incident - Single user affected, or the operation of part of a Service is degraded in such a way that the Client is able to continue without a serious short- term impact to their operations.
5.4. Priority 4 (“P4”): Change Request (orders, cancellations and configuration changes), Information Request, Planned Works and Complaints.